I have used Viator on numerous occasions over the past 4-5 years and have always been happy with the tours, excursions, etc. Needless to say I booked a tour with them for a San Francisco city sightseeing tour which included Alcatraz. Unfortunately, I needed to cancel my vacation plans due to a unforseen home situation that is serious in nature. I immediately contacted the airlines and was reimbursed over $900. in airfare as well as a one night hotel stay which the hotel gladly cancelled for me. Viator, on the other hand, stated that they could not give a refund for this tour. It saddens me deeply as I have always enjoyed using this company and feel that they could have assisted me in this situation. They could have contacted the company offering the tour, explained the situation, and helped me retrieve my refund. I would say this is very poor customer service especially to one that has recommended them to others and have used their services throughout Europe, Very sad.